Customers do 100 percent of the buying. They also do 100 percent of the repeat buying. And they do about 100 percent of the referring. I realize this may be too simple and obvious for most of you, but you’d never guess it by the actions of most HVAC contractors.
A lost customer means that you cut off a prime source of future sales and referrals. And it’s a loss that carries on for the life of the sales he’s going to give and refer to your competition.